OSB Group has welcomed Kelly Iles in a key role as the group customer & consumer duty director, a position focusing on enhancing customer-centric practices across the group’s operations.
Iles, reporting to Jon Hall, group managing director for OSB Group, brings a wealth of over 25 years’ experience in financial services and the energy sector, specialising in customer experience, digital transformation, and customer journey management.
Iles expressed her enthusiasm for the role, stating: “I’m delighted to join OSB Group at such an exciting time and through initial interactions I can already see a clarity of strategy and a real desire from colleagues around the business to ensure customers receive the right outcomes.
“I am incredibly passionate about inspiring others to identify opportunities to improve the overall customer experience, delivering the right improvements that will make a difference to the lives of our customers.
“I’m also eager to harness the shared intent of colleagues around the business as we collectively build and embed a future-proofed customer agenda which will positively impact all customers.”
Hall highlighted the significance of Iles’ role, adding: “Positive customer outcomes are absolutely vital and central to everything we do and with Kelly onboard I’m confident with her wealth of expertise across strategy, delivery and insight that we will continue to innovate and adapt our service to meet the multiple and sometimes complex needs of our customers.
“Kelly is joining us at a pivotal time and her proven track record in transformational delivery and experience in helping build a future-proofed customer agenda will be key milestones in helping our customers, colleagues and communities prosper.”
